98 results found
-
Offer a follow up survey for tickets or integrate with a survey tool
Kudos are great, but sometimes don't give enough information. It would be great if admins could send a survey to users (who submitted tickets) directly, or if you offered integration with tools like Zoomerang.
8 votes -
Option to include customer's ticket number in the subject line
This would be especially helpful for Admins who provide more than just email support. If a user submits a ticket and then calls, it would be great if they had the ticket number for reference. This would make it easier for the support staff to quickly access the ticket.
Also, some users are reporting issues to their superiors and being able to have ticket numbers for reference would help greatly. Especially, since many may have multiple tickets open at once.
This wouldn't necessarily be a good fit for every business, but it would be nice to have the option to…
8 votes -
Notify admins when replies to a user bounce
- Admin responds to a ticket
- The email to the user bounces
- Admin has no way to see this in the admin console, and doesn't realize it's bounced
Need to notify admins that the reply to the user bounced, so they know they need to find another way to follow up with the user.
7 votes -
Add more robust options for font, style, size, underline etc. when composing a ticket
When instructing on technology to customers it helps to be able to emphasize particular words or phrases. This would be much more user-friendly for our clients! Thank you
7 votes -
Be able to search CC, BCC and the address the ticket was sent to
You can search who sent the ticket, but there is no way to search the CC or Bcc field, or even search based on which email address the ticket was sent to.
It would be helpful when trying to locate specific tickets OR organize them.
7 votes -
The "include ticket thread" option should do what it says
The "include ticket thread" option should do what it says and include the thread for any recipient, not just CC'ed recipients.
If you want to send the ticket to a new recipient for example - it's logical that ticking this box would include the full thread for them.
7 votes -
limit agents to only see tickets assigned to them
For privacy reasons, we should be able to restrict agents to only see tickets that are assigned to them.
Likewise, we should be able to assign agents to queues. And only the queues that are assigned to agents should appear to the agents.
7 votes -
7 votes
-
10 second Undo button for ticket replies
I need a way to 'undo' a ticket reply -- similar to Gmail's 10/20/30 second undo feature.
Sometimes when I reply to a support ticket, I think of something else I want to add in the reply... Too late, I already hit 'send' to the customer.
7 votes -
Canned Response metrics/reporting
When trying to see how often we answer the same question, I want to be able to see how many times a canned response is used over a given time frame, so that we can determine which issues we could address to reduce support requests and help users faster.
7 votes -
Be able to star or flag a ticket
If you are going through a list of tickets, you need to flag some as high priority. You can do this with custom fields, but then other admins have to pull it up in a custom search or open the idea to see the custom field value.
It would be great if you could flag or star a ticket (like you can gmail), so that other admins can see at a quick glance which tickets need to be tackled first (without having to open the ticket or do a custom search).
6 votes -
Export full message thread/conversation
Right now you can export messages, but that only includes the users original message. It does not include the full thread.
5 votes -
Add the Average First Response Time in the Ticket Insights
In the Ticket Insights, add an Average First Response Time indicator. We often have longer response times for the second or third response to a ticket, but we would like to have a short initial response time. This indicator would be really helpful for us!
5 votes -
allow flex agents
Could you change the "admins settings " function so that it's possible for me to register agent logins for all my co-workers (to see personal stats over time) but then just bring in a smaller number of them as active during a certain time - so that in theory people could rotate in and out of managing the support queue on a daily (or even hourly) basis?
Clarification: At any point in time I could have 1-5 ACTIVE admins and my owner account would pay for only that number of users. The rest of the registered users would be in…
5 votes -
Send reminder to admin about ticket
Sometimes one of the admins might forget to reply to a raised ticket. It would be very helpful to be able to send the assignee a reminder about the ticket.
5 votes -
Enable Users To Print A Ticket - Printer Friendly Option
There are occasional needs to print tickets. The current frames format make printing just the contents of the ticket difficult.
I would recommend that you add a "Printer Friendly" option to the pull down menu associated with each ticket. When selecting this option, a new window would open with the ticket in a printer friendly format.
5 votes -
Include attachments in ticket thread
When an agent adds someone as a Cc on a ticket, it includes the thread when "include ticket thread" is checked.
But currently, the feature doesn't support including the attachment as part of the thread.
This means if the person Cc'd needs to see the attachment, the agent has to re-add it, which is very time consuming.
Including the attachment as part of the ticket thread, would be the best option.
4 votes -
Tag tickets with multiple values (on the same field)
Sometimes you get a ticket, and you want to tag it with multiple values for the same custom field.
Say you have "product area" and the user writes in about three different things. You want to track how man areas of your product the ticket covered, but have no way to. You can only choose one value.
Would like to be able to tag a ticket with multiple values.
4 votes -
Provide way to track ticket resolution
There's no way to reliably track when a ticket is resolved. Two examples...
User writes in -> Agent responds -> User writes back to say thank you -> If the agent just says you're welcome, suddenly it doesn't count as a first contact resolution, even though it was.
User writes in -> Agent responds -> They go back and forth and resolve the issue in 2 days. User writes in about separate issue 2 months later on the same thread. So now it looks like it took 2+ months for the agent to resolve the issue.
4 votes -
Be able to require admins to fill out a custom field before they can answer/close a ticket
You can require users to fill out custom fields. But it would nice if you could require an admin fill out a custom field before they could respond to or close the ticket.
It can be easy to forget to fill out a custom field when answering tickets, but that data is extremely important for reporting purposes.
4 votes
- Don't see your idea?